8 minute read
Installers WANTED
Following the announcement at The Houses of Parliament in January, The British Institute of Kitchen, Bedroom & Bathroom Installation has been busy developing their new Protected initiative.
Installer Magazine Editor Rob Nicholls met up with BiKBBI CEO Damian Walters for an exclusive update:
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Thanks for taking time out to talk to us Damian, you’ve obviously had a busy time lately - can you provide an overview of the Protected initiative?
“In its simplest form, Protected is a digital platform that connects consumers with professional installers via retailers. It removes the need for retailers to own and operate an installation service and remove the associated risk, cost and complication.
The digital platform creates direct relationships between buyers (customers) and sellers (installers). The system subsequently manages the end-to-end workflow including quoting, agreements, variations and sign off. It takes care of the administration element of a robust installation service.
Protected allows retailers to signpost its customers to a professional installation service delivered by local, professional installers. It reduces risk, cost and complexity to all parties and matches the right installer to the right customer based on a digital algorithm.
Think of it as an intuitive dating agency for installers and customers, matching people based on competency, location, availability, specialism and experience. Installers will receive reviews from their customers and these reviews will form the basis for consumer choice, thus encouraging a service led proposition, rewarding those business who excel and go beyond the call.
Damian Walters, CEO, BiKBBI
How and who does it protect exactly?
“It protects all stakeholders. That’s the beauty behind Protected!
Before and during an installation, the protection is in the financial security.
A customers money is paid into a secure ESCROW account, much like those used by solicitors when buying and selling property. The money is paid in before the install starts and is instantly protected. The customer can be assured their money is safe, whist the installer can enjoy equal peace of mind knowing their money is waiting and released when the job is finished.
Post installation the future is Protected by an Insurance Backed Guarantee on workmanship – so even if there’s a problem months down the line, the customer is Protected.”
Broadly, how does it work?
“The customer inputs basic project details in an easy to use online interface. A dry-fit price is estimated, subject to survey. If the customer is happy in principle with the price, they get to choose a local installer for the project from a list – the list includes previous customer reviews.
A survey is undertaken within a week and the customer is left with a digital price, breakdown and draft contract. The installer completes his/her health & safety obligation (CDM) during the survey. If the customer is happy to proceed, a digital contract is signed – a contract written by Trading Standards – and a deposit is paid into a secure ESCROW.
14 days before the install start, the customer pays the balance for installation into ESCROW and both parties have full visibility for the funds. The money is safe at this stage. The ESCROW is capable of releasing staged payments to help with installer cashflow. If the project changes at any time, the system produces variation orders, providing both parties with clarity throughout. Protected removes all ambiguity!
Upon completion, both parties sign off and the ESCROW pays out the balance, to the installer, within 2 hours, 7 days a week! No retention, no invoice chasing, no creditor situations. Installers are guaranteed 100% of the balance assuming work is completed to the contract.
If there’s a dispute, either party can benefit from Dispute Resolution support, including independent onsite inspection and more formal support from an Ombudsman.
Finally, the customer is issued with an insurance backed guarantee, covering all aspects of workmanship.”
Who sets the prices?
“Protected has created a pricing matrix for the entire UK, based on competitive and fair market rates. Installers have the ability to amend pricing to suit the project requirement, but we feel the pricing structure reflects a great deal for both installers and their customers.
The customer receives an itemised quote that forms part of the contract if accepted, so there’s no ambiguity on price or what’s included.” Who are the installers?
What role does the retailer play?
“The Retailer signposts its customers to Protected and the Protected platform takes over. There’s no cost for retailers to participate - they simply agree to work with the platform and have access to a number of tools to help them (& their customers) to fully utilise the service.
Everything is taken care of through Protected, including installer recruitment, retention, performance management and dispute.
The retailer can create, maintain and manage installer relationships as this is key with any project… close working between design and installation is key.”
“BiKBBI represents over 6000 Installation businesses in the UK. We’re not short of installation talent. These businesses are invited to register their interest in joint The scheme by visiting www.bikbbi.org.uk/Protected
Independent BiKBBI members can join, as can installers that may already be working with the Protected retailer.”
What does it cost for the installer to be part of Protected?
“Nothing. It’s completely free for installers, although they will need to meet and maintain BiKBBI Membership (See: www. bikbbi.org.uk/installers”
So if the installer doesn’t pay and neither does the retailer, how is Protected funded?
“The consumer pays a fee to use the platform, but this includes the cost for ESCROW, the Insurance Backed Guarantee and the Dispute resolution service as well as the platform itself.”
When does Protected launch?
“We’re working with a number of retailers on the launch. System work completes in September,
with the BETA (test) starting in October. The Platform officially launches in December and will be available to retailers from then. We’ll be introducing retailers in a methodical way, ensuring that the system is robust before expansion. I urge anyone interested – installers and retailers – to register their interest asap.”
What has the level of interest been from retailers? What do you expect from those installers involved?
“Extremely encouraging to be honest as since the Protected announcement in January, we’ve had expressions of interest from 472 independent retail showrooms, 3 national retailers and 6 manufacturers. We can’t divulge names at this stage, but we’re completely satisfied that we’ll be launching with an impressive portfolio of retailers and installers.”
How many installations can Protected handle?
“There are no number boundaries to the number of installations the systems can manage. However, this will be reliant on great installers joining the scheme and is clearly restricted on that number. We anticipate the service exceeding 100,000 installation transactions annually over time and we have a carefully considered plan to build up to this number (and beyond) to ensure the system meets the need of growth.”
“Professionalism, integrity, high workmanship standards and pride when delivering their service. This service is exclusive to the very best installers. Remember, monies are held in ESCROW, so installers not meeting their end of the bargain will not receive funds, in accordance with Consumer Rights. HOWEVER, deliver a good service and installers are GUARANTEED fast and full payment, without any risk.
Installers can accept as much or as little work as they want through the portal. There’s no minimum commitment and installers are free to leave the initiative without contractual penalty. It’s a solution for them.”
The industry press have reported the Protected initiative with great optimism. Why do you think this is so special?
“The Installation element of our industry has failed to keep up with the times. It’s a complex subject that needs a rethink and Protected deliverers against all areas. It’s a modern, tech driven solution that goes back to basics, connecting buys with sellers allowing retailers to retail and installers to install.
This is a great proposition for installers, retailers and customers - it’s a no-brainier as far as we’re concerned! Why wouldn’t you have your installation Protected?”
How do retailers and installers get involved?
“Register your details, for free, at www.bikbbi.org.uk/protected/ - it’s as simple as that! We’re ready and waiting for both installers and retailers to get involved. Remember - there’s absolutely NO COST whatsoever for either.
Rob Nicholls, Editor, BiKBBI The Installer Magazine Editors comment:
One of the key fundamentals of any successful new business initiative is timing, and in light of recent industry events, never can a business environment be more ready for the new BiKBBI initiative – Protected.
Protected offers a win, win, win solution for all the stakeholders involved in the installation of a kitchen, bedroom or bathroom but especially, and most importantly as far as this magazine is concerned, for KBB installers who have proven vulnerable recently to economic threats. We applaud the BiKBBI for its vision in launching Protected and urge interested parties whether they are installers or retailers to quickly express their interest in this initiative by contacting: www.bikbbi.org.uk/protected/
